Customer Service Contact Center

John A. Terry (Tony)

**** ******** ** ****** ****, FL 32792 407-***-**** ************@*****.***

**Summary**

Highly motivated and results-oriented professional with 20+ years of experience in retail, sales, operations, customer service, and contact center environments. Proven ability to lead and develop teams, drive sales performance, improve processes, and enhance customer satisfaction. Seeking a challenging role where I can leverage my expertise and contribute to organizational success.

**Skills**

* **Leadership & Management:** Team Leadership, Coaching & Development, Performance Management, Employee Engagement, Team Building & Motivation, Personnel Development, Vendor Management

* **Sales & Customer Service:** Sales Management, Customer Retention, Customer Satisfaction, Relationship Building, Conflict Resolution, Escalation Management, Needs Analysis

* **Operations & Process Improvement:** Process Improvement, Standardization/Simplification, Contact Center Efficiency, Initiative Support, Time Management, Problem Solving, Quality Assurance

* **Communication & Training:** Communication (Written & Verbal), Training & Development, Knowledge Development, Presentation Skills

**Experience**

**Everise, Orlando, FL**

*Team Manager* September 2024 - Present

* Manage a team of 24 agents.

* Provide ongoing training and coaching to maximize agent potential.

* Monitor calls to improve customer service skills and product knowledge.

* Develop Performance Improvement Plans for underperforming agents.

* Conduct daily time card audits.

**Spectrum, Lake Mary, FL**

*Retention Specialist* January 2024 - Present

* Support efforts to simplify and enhance the customer experience.

* Maintain high levels of customer satisfaction, professionalism, and courtesy.

* Consistently meet or exceed weekly and monthly retention goals.

* Respond promptly and efficiently to inbound retention calls, adhering to call handling metrics.

* Address billing inquiries, pricing/packaging questions, and service complaints.

* Process orders within the billing system, including account lookup and new sales order entry.

* Explain products and services to existing customers to retain and resell.

* Maintain knowledge of competitor offerings for comparative discussions.

**Sun Lovers Pool Side Sales, Orlando, FL**

*Retail Manager* February 2023 - July 2023

* Managed three locations within the Sheridan Resort.

* Provided customer service to resort guests regarding poolside items.

* Interviewed and hired new employees.

* Provided sales coaching.

* Created weekly schedules.

* Managed payroll.

* Ordered inventory for each location.

**Asurion, Orlando, FL**

*PSS Supervisor* October 2017 - September 2022

* Assisted Operations Managers with site directives to increase engagement and sales performance.

* Coached and guided team members to ensure professional growth and maximize potential.

* Created and delivered accountability and action plans for continuous improvement.

* Partnered with Training to improve sales proficiency for new hires.

* Served as lead for organizational documentation for BPTP and Helix approval.

* Onboarded new coaches and partnered with underperforming coaches to improve team performance.

* One of five site captains responsible for partnering with Operations Managers to manage the organization.

**JP Morgan Chase, Lake Mary, FL**

*Payment Research/Customer Care Unit* September 2002 - August 2017

* Researched and resolved misapplied and misposted payments.

* Handled overflow calls from other departments.

* Assisted card members with escalated payment questions and concerns.

* Managed account maintenance and research for Team Managers.

* Supported advisors with escalated card member issues.

* Provided excellent customer satisfaction and focused on retention.

* *Elite Client Services:* Assisted high-net-worth clients with their everyday needs.

* *Relief Trainer:* Provided new hire training on policies, procedures, customer service, and credit card regulations. Offered recurring training on new products, repricing, and adverse actions. Assisted advisors with improving average handle time, sales performance, and one-call resolution.

* *Sales Coach:* Monitored advisors on sales evaluations, techniques, and rebuttals. Conducted side-by-side coaching sessions. Organized weekly and monthly contests. Set team goals. Led team huddles. Trained advisors on new products and scripting.

* *Customer Service Advisor* September 2002 - February 2004: Handled incoming calls for card member requests, questions, and concerns. Assisted with complex service and transaction requests. Successfully sold various products.

**Bank of America, Seattle, WA**

*Collector II/Credit Risk Operations Team Lead* February 1999 - July 2002

* Monitored representative calls for quality and coaching purposes.

* Trained new hires on effective collecting practices and promise-to-pay techniques.

* Handled escalated calls from representatives.

* Resolved delinquent consumer loans.

* Provided everyday banking sales solutions.

* Ensured satisfactory completion of referrals through timely follow-ups.

**Recognition**

* Top 5 in the Enterprise for Top Sales (multiple times in 2019 and 2020)

* Sales Coach of the Year (2019)

* Sales Coach of the Quarter (2nd 2020, 4th 2020, and 2nd 2021)

* Annual #ONETEAM Award (2020)

* 2020 Superhero Award

* Yellow Belt Certified

* Consistent "Excels" ratings for over a year

* Consistently received highest ratings on annual reviews

* Bank of America CELA Quarterly Award (2002) & Yearly Award (2002

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